Service, Warranty & After Sales

Service, Warranty & After Sales POLICY

 

At CZARD, we take great pride in the craftsmanship of our timepieces and are committed to providing reliable after-sales support. To ensure complete transparency, please review our warranty, servicing, return and refund terms below.

1. Warranty Coverage

Lifetime Warranty Watches

For watches covered by CZARD’s Lifetime Warranty, all movement-related issues will be serviced free of charge.

After the first year of ownership, a nominal one-way logistics charge will apply.

The Lifetime Warranty is an optional, separately purchased service and is not automatically included with every watch. The applicable price will be displayed on the relevant product page at the time of purchase.
Read the full Lifetime Warranty Policy here: Lifetime Warranty

One-Year Warranty Watches

For watches covered by a one-year warranty, both servicing and logistics will be provided free of charge during the first year of ownership for any manufacturing defects.

Once the warranty period has expired, standard servicing, replacement-part and logistics charges will apply.

Please note that any repair, servicing, modification or opening of the watch by an unauthorised third party may affect or void the warranty.

Bracelet resizing performed by a competent third party will not, by itself, void the warranty.

2. Parts and Repairs

The warranty does not cover damage, breakage, deterioration or loss relating to external components, including but not limited to:

  • exhibition caseback glass;

  • dial indices;

  • crystal or glass;

  • case;

  • crown;

  • bracelet;

  • strap;

  • hands;

  • movement; or

  • clasp.

Where an external component requires repair or replacement, the applicable charges will depend on the nature and extent of the damage and the availability of replacement parts.

CZARD will inform the customer of any applicable charges before proceeding with chargeable repairs.

3. Packaging and Transit

Customers are required to send the watch in its original presentation box or in secure protective packaging suitable for transit.

Where the original presentation box is provided, the same box may be used to return the watch after servicing.

The watch and its packaging should be adequately protected using bubble wrap or another suitable protective material.

CZARD cannot be held responsible for damage caused during transit due to inadequate, unsafe or improper packaging arranged by the customer.

4. Three-Day Return Policy

CZARD offers a three-day return policy.

This means that you must submit your return request within three days of receiving your order.

To be eligible for a return, the product must:

  • be in the same condition in which it was received;

  • be unworn and unused;

  • be free from scratches, marks or signs of wear;

  • retain all original tags and protective materials;

  • be returned in its original packaging; and

  • be accompanied by the original receipt or proof of purchase sent to you by email.

All return requests are subject to inspection and approval by CZARD.

5. Valid Reasons for Return or Replacement

Returns, replacements and refunds will only be considered in the following circumstances:

Manufacturing Defect

A verifiable defect in materials, movement, assembly or craftsmanship that existed at the time of delivery.

Damage During Transit

Physical damage sustained by the product during shipping, supported by clear photographic or video evidence.

Incorrect Product Delivered

The product received does not match the model, variant, colour or specification stated in the confirmed order.

In cases involving a manufacturing defect or transit damage, CZARD will provide a replacement of the same model and variant.

An exchange for a different model, colour or variant will not be provided under these circumstances.

Returns based on change of mind, personal preference or dissatisfaction with the appearance, size, fit, weight, colour or feel of the product are not accepted.

CZARD invests considerable effort in providing detailed product imagery, specifications, dimensions and sizing information to help customers make an informed purchase decision.

Customers are therefore requested to review all product details carefully before placing an order.

6. Conditions for Return and Refund

The following conditions apply to all return and refund requests:

  • Accessories are non-refundable.

  • The product must be unused, intact and returned in its original packaging.

  • Watches that have been worn extensively are not eligible for return or refund.

  • Watches with scratches, marks or other signs of use on the case, bracelet, clasp, crystal or other components are not eligible for return or refund.

  • The original receipt or proof of purchase must be provided.

  • The watch must be returned with all original accessories, documentation, protective materials and packaging.

  • The product must not have been altered, modified, repaired or serviced by an unauthorised third party.

  • The bracelet must not have been resized if the return is being requested for a refund.

  • Returns must be authorised by CZARD before the product is shipped back.

Products sent to CZARD without prior return approval may not be accepted.

7. Original Presentation Box

Where a refund has been approved, the original wooden presentation box supplied with the watch must also be returned in the same condition.

If the presentation box is missing, damaged or not returned in its original condition, CZARD may deduct an appropriate amount from the refund.

Customers are requested to pack both the watch and the presentation box securely using adequate protective material, including bubble wrap.

8. Quality Inspection

Refunds and replacements will only be processed after the returned product has been received by CZARD and has passed a quality inspection at our facility.

The inspection may assess:

  • the condition of the watch;

  • whether the product has been worn or used;

  • whether scratches, damage or alterations are present;

  • whether all accessories and packaging have been returned;

  • whether the reported defect or damage can be verified; and

  • whether the product satisfies the eligibility requirements stated in this Policy.

Approval of a return request before collection or shipment is provisional and remains subject to final inspection.

9. Refund Processing

Where a refund is approved, it will only be processed after:

  • the returned product has been received by CZARD;

  • the product has passed the required quality inspection; and

  • the return has been formally approved.

The refund will ordinarily be issued to the original payment method used to place the order.

The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, payment gateway or payment-service provider.

Any deductions relating to missing or damaged packaging, where applicable, will be communicated before the refund is completed.

10. Supporting Evidence

Customers requesting a return or replacement due to transit damage, an incorrect product or a manufacturing defect should provide:

  • the order number;

  • clear photographs of the product;

  • photographs of the outer packaging and shipping label;

  • a clear description of the issue; and

  • an unboxing video, where available.

We strongly recommend recording a continuous unboxing video showing the sealed parcel, shipping label, opening of the package and the condition of the product received.

Supporting evidence helps CZARD verify the claim and investigate the matter with its courier, warehousing and fulfilment partners.

11. Contact CZARD

To request servicing, a return, a replacement or a refund, please contact CZARD through:

Email: care@czard.com

Please include your full name, order number, registered contact details and a clear description of the issue in your request.